Job Description

Company Description
WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

The main purpose of this position, as part of the senior management, is to lead a team of Operation Managers with specialist functions and a span of +250FTE.
You are customer and client facing and strive to deliver excellent customer experience and deliver on sale targets.
You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area.
Key Responsibilities
Lead a team of operational leaders/managers
Deliver contractual and commercial performance through cost and profitability management
Create a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management and recognition
Build excellent relationships both internally and externally at all levels
Work with Quality, L&D, WFM, Recruitment, HR, Facilities and IT to deliver on expectations
Ensure compliance to all relevant process and regulatory standards
Control and minimise costs
Drive continuous improvement and create value by delivering excellent customer experience
Knowledge, Skills and Attributes: Leadership
Change management
Effective coaching skills
Commercial acumen
Planning and organizational skills
MS Office at an advanced level
Essential Minimum 5 years' operational experience in managing a contact center
Minimum 3 years' operational experience at a Senior Leadership level within a service and sales contact center
Experience in a contact center/BPO environment
Thorough knowledge of contact center technology
Computer literacy (MS Office) at advanced level (Outlook, Word, Excel, PowerPoint)
Qualifications
Essential
Matric/Grade 12 Certificate with English and Mathematics Preferred
Tertiary qualification in Contact Centre Management or similar
Continuous Improvement E.g., Lean Six Sigma certification, Leadership Development,
Additional Information
Rotational Shifts